Over de berichten service

Hét echt omnichannel component

De berichtenservice positioneert zich als het ultieme omnichannel component, door een uitzonderlijke veelzijdigheid in communicatiekanalen aan te bieden. Deze service gaat verder dan alleen SMS, e-mail, en de Mijn Overheid berichtenbox; het omarmt ook de kracht van sociale media en messaging apps door ondersteuning te bieden voor het versturen van berichten via WhatsApp, Facebook, en LinkedIn. Deze aanpak zorgt ervoor dat overheidsinstanties een brede en gevarieerde doelgroep kunnen bereiken, ongeacht hun voorkeursplatform voor communicatie.

Bovendien breidt de berichtenservice zijn horizon uit door integratie met chatdiensten zoals Slack, waardoor het een ideaal platform wordt voor zowel interne als externe communicatie. Deze toevoeging versterkt de brug tussen overheidsinstanties en burgers, maar ook binnen teams en afdelingen, door een gestroomlijnde en efficiënte communicatieomgeving te bieden.

Daarnaast introduceert het ondersteuning voor pushberichten, die direct in browsers of op mobiele telefoons van gebruikers kunnen worden afgeleverd. Deze technologie stelt overheidsorganisaties in staat om real-time updates en belangrijke informatie te versturen, wat de betrokkenheid en het bereik van hun communicatie verder vergroot.

De integratie met Postex voor het versturen van fysieke post rondt het omnichannel aanbod af, door een naadloze overgang tussen digitale en traditionele communicatiemethoden te bieden. Deze omvattende aanpak verzekert dat elke burger effectief bereikt kan worden, of ze nu de voorkeur geven aan digitale media, traditionele post, sociale platformen, chatdiensten, of directe meldingen. Zo wordt de toegankelijkheid en doeltreffendheid van overheidscommunicatie op een innovatieve manier verbeterd, passend bij het digitale tijdperk.

Brede ondersteuning van aanbieders

De berichtenservice van de CustomerInteractionBundle maakt gebruik van de Symfony Notifier component, een flexibel en krachtig systeem dat is ontworpen om applicatieontwikkelaars in staat te stellen notificaties te verzenden via een veelheid aan kanalen. Door deze basis kunnen ontwikkelaars gemakkelijk integreren met een breed scala aan externe diensten, wat de berichtenservice tot een werkelijk omnichannel communicatieplatform maakt. Symfony Notifier ondersteunt niet alleen traditionele communicatiemethoden zoals e-mail en SMS, maar ook moderne messaging apps en sociale netwerken, en biedt zelfs de mogelijkheid voor het versturen van pushberichten naar browsers en mobiele apparaten.

De flexibiliteit van Symfony Notifier ligt in zijn ontwerp, waardoor ontwikkelaars eenvoudig nieuwe "transport" kanalen kunnen toevoegen en configureren, afhankelijk van de behoeften van de applicatie. Dit maakt het een ideale keuze voor overheidsinstanties die op zoek zijn naar een oplossing die kan groeien en zich aanpassen aan de veranderende communicatievoorkeuren van hun burgers.

Automatisch berichten sturen aan de hand van notificaties

Installation with the Common Gateway admin user-interface

Once a bundle is set up correctly (like this repository), the Common Gateway can discover the bundle without additional configuration. Head to the Plugins tab to search, select and install plugins.

Installing with PHP commands

To execute the following command, you will need Composer or a dockerized installation that already has PHP and Composer.

The Composer method in the terminal and root folder:

for the installation of the plugin

$composer require common-gateway/customer-notifications-bundle:dev-main

for the installation of schemas

$php bin/console commongateway:install common-gateway/customer-notifications-bundle

The dockerized method in the terminal and root folder:

for the installation of the plugin

$docker-compose exec php composer require common-gateway/customer-notifications-bundle:dev-main

for the installation of schemas

$docker-compose exec php bin/console commongateway:install common-gateway/customer-notifications-bundle

Configuration for emails and/or SMS

This bundle can be used for (only) sending emails or SMS messages by creating email or SMS-specific Common Gateway Actions. To do this you will need to create a Common Gateway Action for the EmailHandler or SmsHandler ActionHandler respectively.

How to create an email or SMS Action

Most of the configuration for these Actions can be configured by using the Gateway admin UI, except for one configuration property: variables. If you want/need to use or change this Action configuration property: variables, we recommend including your Action directly in the installation files of the bundle (Common Gateway plugin) you are working with or use an API-platform tool like Postman to directly POST (, PATCH or UPDATE) your Action on the Common Gateway you are working with.

So now that you know how to create an email and/or SMS Action, you should also know and understand the requirements of the configuration for one of these (/any) Actions:

• A name, your Action is going to need a name.
• A reference, each Action needs a unique reference URL starting with https://{your-domain}/action/{short-name-for-your-bundle} and ending with .action.json, something like: "https://commongateway.nl/action/notifications.ZaakCreatedEmailAction.action.json"
• Each Action needs to listen to one or more Common Gateway events you can add this to the listens array of your Action.
• Some JsonLogic conditions that will be compared to the Action data, these conditions determine when your Action should be triggered. Use {"==": [1, 1]} for 'always true'.
• The class, this should be "CommonGateway\CustomerNotificationsBundle\ActionHandler\EmailHandler" or "CommonGateway\CustomerNotificationsBundle\ActionHandler\SmsHandler" for this type of Action.
• A configuration array containing specific configuration for your email or SMS Action, is probably the most complex thing in this list, so because of that below this summary/list you will find a more detailed explanation.

Email and SMS Action configuration

The email and SMS Action configurations are very similar, here is a list of configuration properties that can be used for email and SMS Actions:

• [Required] serviceDNS The DNS of the mail or sms provider.
• [Required] template The template of your email or sms. This should be a base64 encoded twig template. For (not base64 encoded) examples see the root/src/EmailTemplates folder.
• [Required] sender The sender. Email for email Action. 'from' string for SMS (example: Gemeente%20Mordor). It is possible to use twig here to add one or multiple variables from the variables array.
• [Required] receiver The receiver. Email for email Action. Phone number for SMS. It is possible to use twig here to add a variable from the variables array.
• variables The variables array, with this you can configure which variables (keys of the variables array) can be used in your template and fill these values (values of the variables array) by using a dot notation reference to a property in the Action data.

Note: For examples of SMS Actions see all Actions in the root/Installation/Action folder that use the ActionHandler (class) CommonGateway\CustomerNotificationsBundle\ActionHandler\SMSHandler.

Note: It is possible to use twig to add variables from the variables array in another value in the variables array, as long as the variables used are defined earlier/higher in the variables array. (See variables.body in this example).

Email Action specific configuration

The email Action configuration has a few more properties you can use than with the SMS Action configuration. For all these properties it is possible to use twig to add one or multiple variables from the variables array:

• [Required] subject The subject of the email.
• cc Carbon copy, email boxes that should receive a copy of this mail.
• bcc Blind carbon copy, people that should receive a copy without other recipients knowing.
• replyTo The address the receiver should reply to, only provide this if it differs from the sender's address.
• priority An optional priority for the email.

Note: For examples of email Actions see all Actions in the root/Installation/Action folder that use the ActionHandler (class) CommonGateway\CustomerNotificationsBundle\ActionHandler\EmailHandler.

Configuration for notifications

It is also possible to trigger the email and/or SMS Actions you configured through notifications. The CustomerNotificiationsBundle adds a new Common Gateway endpoint that can be used to send your ZGW notifications to: {{gateway-domain}}/api/notifications

All notifications sent to this endpoint will trigger a Common Gateway event:
notifications.notification.created

And by creating a Common Gateway Action using the NotificationsHandler ActionHandler you can configure which notifications should trigger a new Common Gateway event for sending an email or sms.

How to create a notification Action

Normally you can create Actions through the Gateway admin UI, but the notification Action has some complex configuration that can currently not be configured with the Gateway UI. Because of this it is recommended to include your Action directly in the installation files of the bundle (Common Gateway plugin) you are working with or use an API-platform tool like postman to directly POST (, PATCH or UPDATE) your Action on the Common Gateway you are working with.

Now that you know how to create a notification Action, you should also know and understand the requirements of the configuration for a (notification) Action:

• A name, your Action is going to need a name.
• A reference, each Action needs a unique reference URL starting with https://{your-domain}/action/ and ending with .action.json, something like: "https://commongateway.nl/action/notifications.ZaakCreatedAction.action.json"
• Each Action needs to listen to one or more Common Gateway events you can add this to the listens array of your Action. This will most likely be ["notifications.notification.created"] if you are working with ZGW notifications.
• Some JsonLogic conditions, these conditions determine when your notification Action should be triggered. When it triggers it will throw the event that will trigger the Action that sends an email or SMS. Below this summary/list you will find an example.
• The class, this should be "CommonGateway\CustomerNotificationsBundle\ActionHandler\NotificationsHandler" for your notification Action.
• A configuration array containing specific configuration for getting and passing information to your email and/or SMS Actions, probably the most complex thing in this list, so because of that below this summary/list you will find a more detailed explanation and example.

Notification Action conditions

To only send an email or SMS for a specific type of notification you can use the Action conditions in combination with the Action configuration to only make your Action trigger for the notifications you want. Action conditions use JsonLogic to compare the Action data with your conditions.

Here is an example of the conditions for a 'case created' / 'zaak aangemaakt' notification Action:

{
    "and": [
        {
            "in": [
                "https://open-zaak.test.buren.opengem.nl/zaken/api/v1",
                {
                    "var": "body.kanaal"
                }
            ]
        },
        {
            "==": [
                {
                    "var": "body.kanaal"
                },
                "zaken"
            ]
        },
        {
            "==": [
                {
                    "var": "body.resource"
                },
                "zaak"
            ]
        },
        {
            "==": [
                {
                    "var": "body.actie"
                },
                "create"
            ]
        }
    ]
}

Note: In these Action conditions you can use most properties of the Request through the Action data, so besides checking body.bodyProperty you could for example check method=POST as well.

Note: For more examples see all Actions in the root/Installation/Action folder that use the ActionHandler (class) CommonGateway\CustomerNotificationsBundle\ActionHandler\NotificationsHandler.

In some cases, you want to check a little bit more than is possible with only the Action conditions. Such as getting and checking information from the ZGW notification hoofdObject or resourceUrl objects. To learn more about this please check the Action configuration extraConditions below.

Notification Action configuration

The configuration of your notification Action can be used for a few things, we will go into detail here on what you can configure. (The same information should be provided in the src/ActionHandler/NotificationsHandler.php file itself). Most properties are not required to add, please consider what you need for your use case and add the required configuration for that. If you are missing any required fields you will find error logs about this in the Gateway UI while testing.

Here is a very complex and extensive example of the Action configuration for a 'case status is finished' / 'zaak status is eindstatus' notification:

{
    "extraConditions": {
        "getObjectDataConfig": {
            "source": "https://buren.nl/source/buren.zrc.source.json",
            "notificationProperty": "body.resourceUrl",
            "sourceProperties": ["statustype"],
            "getObjectDataConfig": {
                "forParentProperties": ["statustype"],
                "source": "https://buren.nl/source/buren.ztc.source.json",
                "sourceProperties": ["isEindstatus"]
            }
        },
        "conditions": {
            "isEindstatus": true
        }
    },
    "hoofdObjectSource": "https://buren.nl/source/buren.zrc.source.json",
    "emailConfig": {
        "getObjectDataConfig": {
            "source": "https://buren.nl/source/buren.zrc.source.json",
            "sourceEndpoint": "/rollen",
            "sourceQuery": {
                "zaak": "{{body.hoofdObject}}",
                "omschrijvingGeneriek": "initiator"
            },
            "sourceProperties": ["results.0.betrokkeneIdentificatie.inpBsn"],
            "searchSchemas": ["https://commongateway.nl/klant.partij.schema.json"],
            "searchQuery": {
                "externeIdentificaties.partijIdentificator.objectId": "{{results.0.betrokkeneIdentificatie.inpBsn}}",
                "externeIdentificaties.partijIdentificator.objecttype": "ingeschrevenpersonen"
            }
        },
        "objectConditions": {
            "embedded.voorkeurskanaal.soortDigitaalAdres": "emailadres"
        },
        "throw": "notifications.zaak.status.finished.email"
    },
    "smsConfig": {
        "getObjectDataConfig": "sameAsEmail",
        "objectConditions": {
            "embedded.voorkeurskanaal.soortDigitaalAdres": "telefoonnummer"
        },
        "throw": "notifications.zaak.status.finished.sms"
    },
    "createObjectConfig": {
        "schema": "https://commongateway.nl/klant.klantcontact.schema.json",
        "mapping": "Mapping ref or uuid"
    }
}

Note: For more examples see all Actions in the root/Installation/Action folder that use the ActionHandler (class) CommonGateway\CustomerNotificationsBundle\ActionHandler\NotificationsHandler.

extraConditions

The extra conditions for this action, make it possible to check properties from an object in a Source outside the Gateway and use that data as extra conditions for running this action. All conditions in the "conditions" array are checked.

Only properties/keys defined in a sourceProperties array can be used to check conditions in the "conditions" array. See the example above, we check if isEindstatus = true, isEindstatus is present in a sourceProperties array.

With getObjectDataConfig you can configure how a source will be called, to get the sourceProperties you need for your "conditions". getObjectDataConfig can be used recursively, if you do this you will need to add the array property forParentProperties containing the sourceProperties you would like to use to call another Source with. See the example above, "statustype" is a property on the source containing a url, it is present in the first sourceProperties array and the forParentProperties after that.

getObjectDataConfig must always have the properties:

• source Reference of the source to call.
• sourceProperties Properties to use from source response.
• & one of:
  • notificationProperty Get URL from the notification to call on a source.
  • sourceEndpoint Define a specific endpoint to call on a source.
  • forParentProperties In case of recursion add the sourceProperty name here, that has an URL in the value, so that can be used to call another (or the same) source.

But getObjectDataConfig can also have the property:

• sourceQuery Query to use to call the source.

hoofdObjectSource

When this property is set the data from the notification hoofdObject will be available in your email and SMS template. The given source (reference) will be called using the notification hoofdObject URL and the return value will be passed through the thrown email/SMS event.
Only set this if you need it.

resourceUrlSource

Does exactly the same as hoofdObjectSource but for the notification resourceUrl instead. (not present in the example above)
Only set this if you need it.

emailConfig

This contains the configuration for sending an email after the notification has been received. If not present it will not be possible for emails to be sent.

• getObjectDataConfig can be used to configure how to find and add the data of one Common Gateway Object to the email Action data (and email message through the email template).
• objectConditions can be used to add some final conditions to check using the object found with the getObjectDataConfig. If these conditions fail the email will not be sent. (as long as objectConditions is not empty, the email will also not be sent if no object was found with getObjectDataConfig).
• throw is the event we should throw to trigger another EmailHandler action that will send the actual email.

Basic details about how getObjectDataConfig works can be found in the description of the extraConditions property, please take a look at that first. Good to know & emailConfig specific properties:

• source Reference of the source to call.
• sourceProperties This is the array with property names to get from the response of the source.
• searchSchemas Array with Schema references to use when searching an Object in de Gateway.
• searchQuery Query array to use when searching an Object in de Gateway, use {{sourcePropertyName}} here to insert the values got using sourceProperties. See example above.

Note: that it is also possible to use getObjectDataConfig recursively, see extraConditions for how this is done.

smsConfig

This contains the configuration for sending an SMS after the notification has been received. If not present it will not be possible for sms to be sent.

• getObjectDataConfig can be used to configure how to find and add the data of one Common Gateway Object to the SMS Action data (and SMS message through the SMS template), if set to "sameAsEmail" the same object (response from sources) as for email will be used (or the same configuration).
• objectConditions can be used to add some final conditions to check using the object found with the getObjectDataConfig. If these conditions fail the SMS will not be sent. (as long as objectConditions is not empty, the SMS will also not be sent if no object was found with getObjectDataConfig).
• throw is the event we should throw to trigger another SMSHandler action that will send the actual SMS.

For more details about how getObjectDataConfig works, please see the emailConfig property.

Note: smsConfig works exactly the same as the emailConfig except for the use of "sameAsEmail".

createObjectConfig

This currently doesn't do anything, this is a work in progress.
When this is finished it can however be used to create specific Common Gateway Objects at the end of handling a notification. To create for example a 'klantcontact' Object after the email and/or SMS has been sent.